Reverse a write-off

This article explains how you can add a written off amount back to the client account when the client is able to make a payment.

To reverse a written off amount, your practice can either:

• Delete the write-off payment transaction, then remove the credit invoice with a refund using a custom payment method to the unpaid or partially paid invoice.
• Use a balance adjustment to add the previously written off amount to the client balance.

IMPORTANT: Your practice should choose one of these methods for reversing write-offs to ensure consistent reporting. Please contact your practice administrator for guidance.

Option 1: Delete the write-off payment and remove the credit

One time setup. Add a payment method

To easily report reversed write-off amounts and ensure the Payment Summary balances against your cash drawer, it is recommended your practice have a payment method to use when completing Reverse a write-off Step 12 in this article.

See Manage payment settings if you do not already have a reverse write-off payment method.

Reverse a write-off

1. Click your name in the menu bar. Then click Administration.
2. Under Branch Management, click Statements to view the list of outstanding statements.
3. In the Outstanding Statements window, click View Bad Debts.
4. Click the client's name in the list to go to the client record.
5. Click the Financial Activity tab.
6. Look for the record labeled Write Off and note the invoice number. Then look for the payment record(s) with the same invoice number.
   Note: Select All Client Activity, if necessary.
7. On the payment row associated with the write-off, click the menu button then select Delete.
8. Click OK in the confirmation message.
9. Click the invoice number on the row labeled Write Off.
10. Click Refund. You will be taken automatically to the client's Outstanding Invoices page.
11. On the client's Outstanding Invoices page, note the credit invoice will be automatically selected. To cancel out the credit invoice and return the debit invoice(s) to the client's account balance, click Refund. 
    IMPORTANT: To avoid applying the credit invoice to the unpaid invoice, do NOT select the unpaid invoice(s).
12. In the Give Refund window, review or update the payment method, as needed. 
    Tip: We recommend using a payment method to help easily track your reversed write-offs. For example, Reverse write-off. If your practice needs a new payment method, please speak with your practice administrator.
13. Click Pay.
14. The unpaid invoice(s) amounts will be reflected in the client's account balance and can now be paid, as needed.

Option 2: Balance adjustments to reverse a write-off

If your practice chooses to use balance adjustments to record previously written off amounts:

• See Manage balance adjustment reasons if you do not already have a Reverse Write-Off balance adjustment reason.
• See Adjust a client balance to learn how to enter a balance adjustment.

Additional information

• The Write Off invoice row in the Financial Activity tab cannot be removed or hidden.
• The Written Off label cannot be removed or hidden from the client's Oustanding Invoices page.
• The write-off for the client cannot be removed from Bad Debts.